Kadiak

Job ID 24200136

Kadiak, a Koniag Government Services company, is hiring a highly qualified Contact Center Task Lead with experience managing a Contact Center to support our government client in Rockville, MD (or remotely). Preference will be given to qualified applicants who are a member of a Federally Recognized Native American Tribe. Position requires U. S. Citizenship.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Essential Duties and Responsibilities:

• Supervise and lead a team of Contact Center Agents to meet performance targets.

• Monitor call center processes to enhance customer satisfaction and efficiency.

• Provide coaching and training to team members to improve their skills and performance.

• Ensure calls are handled professionally and in accordance with company guidelines.

• Manage team performance, workflow, and analysis.

• Establish individual and team goals, ensuring timely completion of projects, developing/maintaining quality customer relationships, interviewing/hiring of all resources, performing employee performance evaluations, and handling staff issues.

• Provide problem-solving support (by phone and in-person) to users using Contact Center tools.

• Serve as the initial point of contact for Contact Center support for agency programs.

• Analyze customer interactions and recommend metrics for monitoring improvements to customer satisfaction and overall experience.

• Identify and recommend new Knowledge articles in support of improving the users experience with IHS processes, tools and solutions.

• collaborate with IHS management on the documentation and support for IHS Contact Center policies and procedures.

• Other duties may be assigned.

Education/Experience:

• Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, or other related discipline, or equivalent years’ experience.

• Minimum of 7 years’ experience, 5 years of which must be specialized in Contact Center Management.

• Excellent communication skills (verbal and written).

• Strong leadership and communication abilities.

• Experience in call center operations and customer service.

Required Skills and Competencies:

• Ability to adapt to quickly changing priorities

• Ability to provide support for all peripherals and mobile devices

• Ability to take a proactive approach to problem solving

• Demonstrated customer service and organizational skills.

• Knowledge of Microsoft Windows and Microsoft applications

• Current Knowledge of Enterprise service ticketing systems such as BMC Remedy Helix ITSM, Remedyforce Service Desk (or newer desired), ServiceNow San Diego (Utah or newer desired).

• Knowledge of Softphone (Contact Center Agent Console such as NICE-CXone or Amazon Connect desired)

• Current Knowledge of CRM platform system such as Microsoft Dynamics 365, CRM, Salesforce CRM,

• Positive customer service attitude.

• Proactive approach to problem solving

• Proven record of successful execution in cross-team collaborative IT environment

• Strong documentation, diagramming, and reporting skills

• Able to obtain a public trust security clearance.

Successful candidate is subject to a background investigation by the government and must be able to meet the requirements to hold a government security clearance .

Staff members enjoy a collaborative work environment. We recognize our staff members for their contributions to the team’s success as well as individual professional accomplishments.

Office Location and Travel:

Rockville, MD 20857 (or remotely). No travel is anticipated.

Clearance Requirement:

Must be a U. S. Citizen with ability to obtain an MBI Public Trust clearance.

Our Equal Employment Opportunity Policy:

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender, or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information, or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352

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